SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government

Mahmud Akhter Shareef, Yogesh K. Dwivedi, Teta Stamati, Michael D. Williams
2014 Information systems management  
Service quality of Mobile Government (mGov) is an important concept, however to date there has been relatively little work conducted in this emerging area. Based on an empirical study conducted among 1404 users of mGov in Mumbai, India, this study conceptualizes and identifies four service quality dimensions -connectivity, interactivity, understandability, and authenticityas the formative constructs of mGov service quality, and 16 measuring items to evaluate those dimensions as the reflective
more » ... dicators. . Currently she is adjunct faculty member at University of Athens. Greece. She has extensive experience in top management positions in leading ICT companies of the Greek and European private sector. Michael D Williams is a Professor in the School of Management at Swansea University in the UK. He holds a BSc from the CNAA, an MEd from the University of Cambridge, and a PhD from the University of Sheffield. Prior to entering academia Professor Williams spent twelve years developing and implementing ICT systems in both public and private sectors. He is the author of numerous fully refereed and invited papers within the ICT domain, has editorial board membership of a number of academic journals, and has obtained external research funding from sources including the European Union, the Nuffield Foundation, and the Welsh Assembly Government.  Communication: illustrates the proper and convenient communications with the customers.  System availability: the correct technical functioning of the site.  Website design: encompasses all elements of the consumer's interaction with the website, including navigation, information search, order processing, appropriate personalization, and product selection.
doi:10.1080/10580530.2014.890432 fatcat:gy4m6sebs5gqldicd7rr6e3qpm